VP of Global Support

About the Role VP of Global Support to lead Cloudinary’s worldwide, follow-the-sun support organization and transform it into a strategic, data-driven function. You will own the strategy, operating model, and performance while partnering with cross-functional leaders to improve customer outcomes and enable scalable growth.

What You'll Do

• Define and execute Cloudinary’s global support strategy, driving customer satisfaction, retention, and operational excellence.
• Lead and scale a high-performing global organization across multiple regions, developing leaders and building a culture of accountability, collaboration, and continuous improvement.
• Drive the transformation of Support through AI, automation, self-service, and knowledge management to improve efficiency, customer experience, and scalability.
• Establish and optimize operational processes, support engineering practices, escalation management, and service delivery across a follow-the-sun model.
• Own support performance through data and metrics, including CSAT, SLA attainment, quality, productivity, deflection, and operational efficiency.
• Partner cross-functionally with Engineering, Product, Customer Success, Solutions Engineering, Professional Services, Sales, and Marketing to resolve customer challenges and influence product improvements.
• Represent the voice of the customer at the executive level, using customer insights to shape product strategy and business priorities.

What We're Looking For

• 10+ years leading global technical support, developer support, support engineering, or customer success organizations in enterprise SaaS.
• Demonstrated success scaling global, follow-the-sun support organizations during periods of rapid growth.
• Strong operational leadership with expertise in metrics, process improvement, organizational design, and service excellence.
• Proven experience driving AI-enabled support transformation, including conversational AI, automation, knowledge management, and LLM-powered workflows.
• Deep technical credibility, with the ability to engage effectively on APIs, SDKs, integrations, and complex technical issues.
• Exceptional executive communication and cross-functional leadership skills.
• Experience leading distributed, multicultural teams supporting enterprise and developer audiences.
• Bachelor’s degree in Engineering, Computer Science, Business, Information Systems, or equivalent practical experience.

Nice to Have

• Experience with developer platforms, APIs, cloud infrastructure, digital asset management, or enterprise SaaS.
• Contributions to customer support thought leadership, developer communities, or support operations best practices.

Compensation & Benefits

• Awesome technology
• Top-talent peers
• Robust vacation & wellness policy
• Annual development stipend
• Catered lunches or a food stipend